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Care Operations

Care Operations

Guide to help teams to be more productive, work more effectively, and deliver better service to contacts

Articles

(19)
SA
Configure rules to automate different tasks using Automations

Reduce complexities and increase efficiency by executing multiple actions on your tickets with certain predefined conditions using Sprinklr Automations. Automation is a set of rules triggered by certain predefined conditions to automate manual tasks for you and your team. It helps you simplify compl

Automations

Add a Facebook Account and Page

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Workflow Automation

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Salesforce integration in Sprinklr

How you can integrate Salesforce into Sprinklr and have a full context of who you are interacting with by viewing in-depth Salesforce data alongside Sprinklr conversations. Sprinklr provides the functionality to add your Salesforce account to the platform and link Salesforce details to a Sprinklr ti

Salesforce Integeration

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Workflow Automation

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Automation based on review ratings on Sprinklr

Understand how to automate actions based on ratings received from review websites on Sprinklr. You can automate actions based on review ratings from platforms like TrustPilot, Yelp, Google My Business, etc., and configure automation flows accordingly. To add automation on Sprinklr Log into Sprinklr.

Automations

Care Console

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Workflow Automation

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Trigger Webhooks from Sprinklr

Learn how you can trigger Webhooks from the Sprinklr platform. A Webhook (also called a web callback or HTTP push API) is a way for an app to provide other applications with real-time information data. It also delivers data to other applications such that you get the data immediately. Adding Webhook

Webhooks

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Care Operations

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Ticket Management Workflow in Sprinklr Service Self Serve 

These all are sequential steps once a ticket is created within the platform Ticket Creation and Initial Status: Ticket Creation: A ticket is created when a message (comment, mention, direct message, or email) is received on the Sprinklr Self-Serve platform. Initial Status: All tickets are initially

Articles

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Care Operations

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Auto-Hide Comment Feature in Service Automation

Now, it is seamless than ever to automatically hide any comments on applications such as Facebook, X and Instagram using Automation on Sprinklr Service Self-Serve You can automatically hide specific comments on their social media posts based on predefined criteria, such as containing profanity, spam

Service Automation

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Workflow Automation

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Create personalised Ticket Forms to collect required user information

Configure ticket forms with predefined request fields to understand customer concerns better and provide them with an instant resolution. Ticket Forms are personalised request forms that help external or internal users to raise their issues to your support team. With the help of Ticket Forms, you ca

Ticket Forms

Create Ticket

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Helpdesk Configuration

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Setting up Service Level Agreement (SLA) on Sprinklr Advanced

Learn how to set up SLA on Sprinklr enabling agents to deliver measured and predictable service to your customers. Service Level Agreement (SLA) is an agreed-upon measure of the response and resolution times that your support team delivers to your customers. It ensures that you are delivering measur

Use Multiple SLA Policies

Understanding Service Level Agreement (SLA)

Create SLA Policy

SLA policy

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Helpdesk Configuration

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Understanding SLA Policy

Learn how creating an SLA policy on Sprinklr help you keep track of agent'a case handle time or any escalation arising out of the case. SLA policy helps you define different service level rules such as First Response Time, Next Response Time, Total Resolution Time, etc. These rules play an important

SLA Policy Explained

Reroute Ticket if SLA Due Time Approaches

Send Notification if SLA due Time Approaches

Set Up Total Resolution Time

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Articles

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Helpdesk Configuration

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Understanding Ticket Fields

Understand what are Ticket fields and how it helps you fetch correct customer information. Ticket fields are a set of custom fields that help you capture the right information in a format of your choice. You can add various field types to add ticket information as and when you get them. For example,

Ticket Fields

Care Console

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Helpdesk Configuration

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